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Fei ci xi meng si, Fitzsimmons James A. Service management : operations, strategy, and information technology. Service management : operations, strategy, information technology. All rights reserved. Product Description. Rent Monthly. Rent Day. What are my shipping options? The estimated amount of time this product will be on the market is based on a number of factors, including faculty input to instructional design and the prior revision cycle and updates to academic research-which typically results in a revision cycle ranging from every two to four years for this product.
Pricing subject to change at any time. James Fitzsimmons received a B. His research in the area of emergency ambulance location won the Stan Hardy Award in for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems.
Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U. Air Force as an officer in charge of base construction projects.
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McGraw-Hill sites may contain links to websites owned and operated by third parties. McGraw-Hill has no control over and is not responsible for the content or accessibility of any linked website. After completing your transaction, you can access your course using the section url supplied by your instructor. What do you conclude? Qualifiers include good sound system, reasonable prices for the meals, availability of beer and wine, and menu selection. Service losers include movie projection and sound that do not meeting minimal standards.
For the multiplex movie theater market the qualifier is the desired movie showing, a winner would be convenient location and available time of showing, and the loser would be a long waiting line at the box office. The difference in the criteria would lead us to conclude that Alamo does not compete in the multiplex movie market.
Conduct a SWOT analysis to identify internal strengths and weaknesses as well as threats and opportunities in the external environment. Strengths Small theater with kitchen is unique. People in your market see dinning and movie combination as your strength. A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share. On-line networks between suppliers and their customers create a barrier to entry. When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized.
Service winners are the competitive dimensions used by customers to decide among qualified service providers. Quality is considered to be a structural element of the strategic service concept. Service industries have low entry barriers because economy-of-scale opportunities are limited. The use of micromarketing has the potential to create customer concerns about invasion of privacy. Implementing a low-cost strategy can sometimes revolutionize an industry. A cost-leadership strategy often involves customizing a standard service.
The competitive dimension of dependability is a likely candidate for becoming a service loser. Selling information and developing new services are examples of the role that information technology plays in generating revenue. Information technology can be used to promote customer loyalty. The IRS has identified frequent-user programs as anti-competitive. Information databases are an asset, because they represent a source of revenue. Information is a substitute for inventory.
Focus is a competitive strategy that creates a service perceived as being unique. Service encounter, quality, information, and capacity planning are all managerial elements of a strategic service concept. Ordering from L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale. World-class service operations strive to replace workers with enhanced automation. In a world-class service firm, the front-line management controls the process.
The job design premise in a world-class service organization is division of labor. SWOT analysis is objective with easily agreed upon results. Scalability is a measure of how unit variable cost relates to transaction volume. Infinite scalability can occur only when the variable cost is zero. Healthcare is an example of a service that exhibits high scalability. A highly scalable firm such as Kelly Blue Book kkb. Scalability is enhanced with self-service.
Customers seldom take note of firms that are leaders in the sustainability movement. Recycling paper and reducing energy usage often is the first step towards sustainability. T Multiple Choice 1. The qualifier for an airline offering short commuter flights is: a.
A difficult economic environment exists for service industries for all but one of the following reasons. Product substitution c. Minimal opportunities for economies of scale d. Exit barriers. A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes. Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions?
Speed b. Dependability d. Which of the following is not identified as a strategy common to many successful service providers? Redirection of the strategic service vision inward to focus on employees 7. Which of the following usually is not a good idea with respect to an overall cost leadership strategy? Offer as many different services as possible to spread overhead costs. Replace labor with capital where possible.
Perform some service activities off-line at a centralized site. An example of a tangible service directed to the possessions of a customer would be: a. Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries? Low barriers to entry b. Lack of sustainable competitive advantage c. Low switching costs for customers. Micromarketing d. Revenue generation b.
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